Hi all,
I am trying to create a report which shows all tickets closed by specific users (ie a team), BUT, I want it to be across all pipelines. I want to see who last changed the status to closed.
I don’t want to see who was the ticket owner, because sometimes we take over tickets and close them without changing the owner.
When I try to filter the report by “Updated by User ID” it only lets me select a unique user, not a selection of unique users. I’ve also tried using the “Main team” field, but that isn’t filtering the results down to a group of users either. Feeling a bit defeated!
When selecting anything with “User ID” it only seems to let you select “Is equal to” rather than “is any of” like with a ticket owner field:
Any help would be appreciated. Thanks!
Hi @DNeal32,
The bigger issue with ‘Updated by User ID’ is that this will also continue to update after the ticket was closed. A bulk update to clean-up, a property value edited to correct something etc will always simply overwrite the user ID. It is not frozen at the time of closing the ticket.
Have you considered simply changing your process to actually updating the ticket owner or adding a custom HubSpot user property called ‘Ticket closer’ or ‘Closing owner’? If this is maintained, that would solve the issue I described above but also yours.
Best regards!
Thanks @karstenkoehler . Yes, I was suspecting the way to go will be update Ticket owner prior to closing, but wanted to see what would come back from here. I like the idea of a custom “Ticket closer” field.
I suppose we could create a workflow to auto-populate to match the ticket owner when ticket is assigned, and then if someone other than original owner closes the ticket, they will need to change it to get the recognition for the closure.
I appreciate that, thanks!
